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Autonomy Q finiti ObserveOverviewAutonomy Qfiniti’s recording module, Observe, delivers a reliable recording solution that incorporates the advanced tools needed in today's global, multi and single site contact centers. Through a single platform, Observe can record all calls for compliance management, or selectively capture voice and desktop activity for quality assurance. Innovative built-in coaching features work with the Autonomy Qfiniti agent evaluation, customer survey, speech analytics, and customer interaction assistance tools to ensure that your business delivers true quality performance.

Observe gives you the flexibility to deploy the recording option that fits your business needs. It can be deployed to satisfy diverse business requirements while supporting compliance, risk management, and quality assurance programs around the globe. Observe’s scalable, flexible, open architecture platform ensures that it can grow with your business, from 50 to more than 50,000 seats.

Key Business Benefits•Offerstheindustry’sfirstintegratedstation-side,trunk-side,andselectiverecordingtechnologymanagedfromasingleplatform

•Providessecureandreliabletotalcallrecording,storage,andplayback,enablingcompliancewithdatasecuritystandards

•Supportscallacquisitionintraditionaltelephony,IP,orhybridTDM/IPenvironments

• Incorporatesadvancedcallminingfunctionalitytoeasilyfindrecordingsacrosstheenterpriseforlegalorbusinessintelligencepurposes

•Satisfiescomplianceandriskmanagementrequirementsacrossfinancial,healthcare,insurance,legal,government,andtelemarketingindustries

•Supportsqualityassuranceinitiativesbyprovidingtheabilitytouseloggedcallsforagentmonitoring,evaluation,andcoaching

Enterprise RecordingObserve offers flexible deployment configurations for logging or selective recording situations, thus reducing support costs and simplifying monitoring management.

•Trunk-SideLoggingisavailabletocaptureacallfromthecustomer’sperspective.Inthisapproach,recordingtapsareconnecteddirectlytothetrunklinesleadingtotheswitch

•Station-SideLoggingcanbeusedwhenanorganizationpreferstocaptureacallfromtheagent’spointofview.Inthisapproach,recordingtapsareattachedtotheextensionlinesfromtheswitch

•SelectiveRecordingthroughserviceobservationoffersrandomorevent-basedrecordingforqualitypurposes

•On-DemandRecordingcanalsobeusedforverification,contingency,orcoaching

•ScreenRecordingallowsforplaybackandcontroloftheuser’sdesktopandissynchronizedwithrelatedcallrecordingsforsimultaneousplayback

• VoIPRecordingiscompatiblewithallmajorswitchmanufacturers

Secure Storage and PlaybackObserve captures and securely stores every interaction, ensuring your organization can safely manage all its recorded data. These security features help organizations comply with mandatory security regulations such as the Payment Card Industry Data Security Standards (PCI-DSS), HIPAA, and compliance deletion standards. Observe’s secure playback options include an intuitive media-based player, desktop, and remote playback web interface.

Observe offers:

•Encryption–ensuressecurestorageandtransmissionofrecordings

•Userrolesandpermissions–grantsorrestrictsuseraccesstorecordings

•Voiceandscreenmaskingandmuting–blockssensitiveportionsofrecordingsfromunauthorizedusers

•Audittrails–providedocumentationonsystemaccessandplaybackactivity

•Archivingandaging–ensuresoldrecordingsarestoredexternallyordeletedfromthedatabaseafterapredeterminedtimeperiod

Datasheet

www.autonomy.com

Autonomy Inc., an HP CompanyOne Market, Spear Tower, 19th Floor,San Francisco, CA 94105, USATel: +1 415 243 9955Fax: +1 415 243 9984Email: info@us.autonomy.com

Autonomy Systems Ltd., an HP CompanyCambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001Email: autonomy@autonomy.com

Other OfficesAutonomy has additional offices in Antwerp, Barcelona, Beijing, Boston, Calgary, Cambridge, Chicago, Dallas, Kuala Lumpur, London, Madrid, Mexico City, Milan, Mountain View, Munich, New York, Palo Alto, Paris, Pleasanton, Rome, San Francisco, San Jose, Santa Clara, Shanghai, Singapore, Santiago, Sao Paulo, Stockholm, Sydney, Tokyo, Utrecht and Washington, D.C.

Copyright © 2011 Autonomy Inc., an HP Company. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners. Product specifications and features are subject to change without notice. Use of Autonomy software is under license. [20111017 _ CI _ DS _ Qfiniti _ Observe]

Pinpointing the Right CallFor organizations that route customer calls across the globe, recording retrieval can be complicated and time consuming, requiring searches within numerous archives and servers. The Autonomy Qfiniti platform streamlines the process by providing a single interface and search tool to uncover recordings regardless of where they occurred.

Using CTI data from the switch or CRM data attached through the Autonomy Interaction Control Element (ICE), users can easily search for recordings based on customer data such as account numbers, social security numbers, and more.

With the addition of Autonomy Explore, every recorded voice transaction, as well as every element within those recordings, is easily searchable and delivers unprecedented relevancy and speed.

Enterprise ManagementQfiniti is easy to manage, whether you operate a single 25-seat call center or multiple contact centers with thousands of agents deployed across the globe.

•Asingleconsoletomonitorthestatusofservers,recording,andalarms

•Centralizedalarmmonitoringcontinuouslypollsapplicationsforcriticalactivityconditions,suchasdiskspace,portfailures,orconnectivityproblems

•Automaticnotificationofissuesdeliveredtosystemadministratorsthroughanalarmconsole,email,orSNMPTraps

Efficient StorageTo optimize disk storage space, Observe offers a variety of audio data compression options. Observe supports as many as 512 ports per server. Screen recordings are highly compressed, and archiving can be custom configured for SANs and other off-the shelf storage media.

VoIP ConnectivityObserve features Voice over IP (VoIP) recording to major telephony providers, including Cisco, Nortel, Avaya, Genesys SIP, and Altitude vBox. Qfiniti employs both packet sniffing and API integration, where supported, to offer maximum flexibility in any contact center environment. Screen recordings are synchronized with VoIP recorded calls for simultaneous playback.

Open ArchitectureObserve can be deployed on industry leading servers, such as HP, Dell, and IBM. It also interfaces with the major ACDs and dialers, including Avaya, Nortel, Aspect, Rockwell, Concerto, Alcatel, Cisco, Siemens, NEC, Ericsson, Mitel, and more.

About AutonomyAutonomy Corporation, an HP Company, is a global leader in software that processes human information, or unstructured data, including social media, email, video, audio, text and web pages, etc. Autonomy’s technology manages and extracts meaning in real time from all forms of information, both unstructured and structured, enabling companies to leverage their data assets. Autonomy’s product portfolio helps power companies through enterprise search analytics, business process management and OEM operations. Autonomy also offers information governance solutions in areas such as eDiscovery, content management and compliance, as well as marketing solutions that help companies grow revenue, such as web content management, online marketing optimization and rich media management.

Autonomy’s solutions are used by more than 25,000 customers including 87 of the Fortune 100, 10 of the top 10 financial services firms, 75% of the global 100 law firms, 9 of the top 10 pharmaceutical companies and many government agencies. Over 400 of the world’s leading technology companies embed Autonomy’s technology in their products. Autonomy also owns the largest private cloud of diverse data, with 31 Petabytes of information.

Please visit www.autonomy.com to find out more.